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Finding Purpose in Service: Moving from a "task-oriented" to a "purpose-driven" mindset.
Core Values & Integrity: Identifying personal values and how they align with organizational ethics.
Cognitive vs. Emotional Empathy: Understanding what a guest/patient thinks versus feeling what they feel.
Compassion in Action: Practical ways to show care in high-pressure environments.
The Professional Self: Distinguishing between personal reactions and professional responses.
Managing Stress & Resilience: Techniques to prevent burnout while maintaining excellence.
Beyond Words: Mastering non-verbal cues (posture, tone, and eye contact) to build instant trust.
Active Listening: Techniques for truly hearing a client’s needs before jumping to a solution.
Handling Complaints with Grace: Turning a negative experience into a loyal relationship through "Service Recovery".
De-escalation Skills: Maintaining professional decorum during difficult interactions or "situational dilemmas".
Ownership & Responsibility: Taking accountability for every touchpoint of the customer/patient journey.
Team Synergy: How to foster a "Culture of Hospitality" where team members support each other.